SUMMARY:

To utilize my professional experience and great customer service with a company that expects the best because they are the best. I have amassed nearly 20 years of IT experience, federal as well as private sector.

KEY SKILLS AND KNOWLEDGE SUMMARY:

Operating Systems: Windows versions ( Confidential, 7,8,10), Linux, Mac OS (Mountain Lion, Lion, Leopard, Snow Leopard

Office Productivity Tools Used: MS Office 2013,2016), Visio, Adobe Pro XI

Applications Supported: MS Office 2013,2016/Outlook 2013, Citrix, Cisco VPN (One Client, Rescue, GFE, Siebel, HCM

Hardware/System Architecture: Dell laptops/desktops, HP laptops/ Desktops, Surface Pro 4, Mac laptops/desktops, Android, iPhones, Giga Trust Encryption, Broadband Cards (Verizon, Sprint, AT&T), Printers/Faxes Printer drivers install, USB storage devices

Communication and Networking: Cisco routers/switches, Mitel phones/ systems/server, BES, GOOD, VM Ware, IRC, Group Wise, Skype

Ticketing Systems/Administrator Software: Active Directory, Microsoft SCCM, Active Roles Services, Ghost, BMC’s Remedy, Kiosk Remote, BMC’s SDE, Heat, Track It, Merrant Tracker, Active Directory, Dame Ware, Net Meeting, Maximo

Technical Documentation Experience: created training curriculum and manual for new hire training, created VACO Help Desk SOP, created SDE training pamphlet for offsite technician, created tutorial for creating knowledge base entries and tutorial for knowledge base search

PROFESSIONAL EXPERIENCE:

Confidential

Tier II Engineer Support, Systems Admin

Responsibilities:

• Operation consisting of answering call, resole or escalate
• Using Active Directory to unlock, reset passwords and resolve most user account issues.
• Resolved Hardware technical issues in the field, various locations throughout Confidential
• Perform data migrations from old devices to new
• New PC setups

Confidential

Tier II Support, Systems Admin

Responsibilities:

• Deployed over 100 new workstations for PC replacement Project
• Created and resolved tickets in Maximo ticketing system
• Used lap link to conduct data transfers from old PC to New
• Reimaged over 300 workstations for OS upgrade from Confidential to Windows7
• Resolve tickets assigned using Maximo ticketing system
• Reset Password

Integrated Support Strategies/ Technical Consultant

Confidential

Responsibilities:

• Deployed over 100 new workstations for Confidential migration
• Created and resolved tickets in Maximo ticketing system
• Used lap link to conduct data transfers from old PC to New
• Reimaged over 300 workstations for OS upgrade from Confidential to Windows7
• Provided phone support for HCM - People Soft

Evergreen ITS/ Tier II Specialist

Confidential

Responsibilities:

• Maintained Inventory for Confidential, for over 6000 users.
• Created machine names as well as add workstations to the Domain using Active Directory
• Reimaged and Deployed over 1000 new workstations using Norton Ghost application
• Troubleshot Minor network issues using TCP/IP
• Configured and installed Safeboot for a secured laptop
• Reset RSA keys using server based application.

Evergreen ITS/ Team Lead

Confidential

Responsibilities:

• Operation consisting of answering call, resole or escalate
• Used Lotus notes to assist in resolving technical issues
• Supported over 600 users on Vista/win7 client workstations

NIS solutions/Help Desk Supervisor

Confidential

Responsibilities:

• Daily duties include but not limited to the supervision of 15 Help Desk Technician, creation of daily and weekly ACD reports, the creation of individual and team performance reports, the trouble shooting/resolution of software and hardware issues
• Responsible for the implementation of Tier I/II help desk from the development stage to go live date
• Responsible for the development, creation, maintenance and implementation of National Service Desk Sterling SOP’s used for first contact resolutions, ticket creation, and incident escalation.
• Responsible for the support and special handling of VIP users from OGC and SecVA offices
• Responsible for the database administration of the Help Desk Ticketing System
• Responsible for the implementation and coordination of shifts, and schedules, that allows the Help Desk to maintain coverage for 24/7 support. (this includes daily breaks, lunches and days off performance matrix reports and ACD reports)
• Developed reports in MITEL ACD system used to track service desk metrics and maintenance of SLA’s
• Image, configure, and set up new PC and Mac Books
• Responsible for the training of new hires on but not limited to, the use of the HDTS (Help Desk Ticketing System), Citrix, Active Directory, Dame Ware, Microsoft Net Meeting, MS Communicator, Knowledge Base, VPN access, and SOP
• Supported iPhones, Blackberries, iPads, Mac OS, Windows Confidential, Vista, and Windows 7, Office 2003, Office 2007, Office 2010, Citrix, IFCAP, Fed Traveler, Cisco’s Rescue VPN, Cisco’s One Client VPN, and Cisco’s Rescue GFE.
• Supported PKI, RMS, Giga Trust, and Confidential encryption

Help Desk Technician

Confidential

Responsibilities:

• Provide online support for remitters.
• Provides front-line advice service to end-users on software and hardware related problems using windows client 2000/ Confidential /Vista, Mac OS X, Fire fox, Internet Explorer 6 and 7, and Adobe Reader 8.1 and up
• Monitor incoming emails and phone calls to the Help Desk; assign and complete work orders using Confidential Help Desk Software
• Supported Siebel and setting up Siebel on desktops
• Assist in developing and enforcing service related procedures
• Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted service levels
• Set up workstations, dual monitors, and installed video cards
• Document tickets in Merant Tracker and Remedy

Chameleon Integrated Services / Tier II technician

Confidential

Responsibilities:

• Support for Blackberry, various Models. Configuration for BES server.
• Using Active Directory to unlock, and resolve most user account issues.
• Visit client to resolve technical issues with hardware issues.
• Document resolutions using ticketing service (Magic).
• User remote software to resolve remote issues.
• Supported over 3500 users

NCI Information Systems Inc/ Tier II technician

Confidential

Responsibilities:

• Create network accounts for new hires and interns using Console One.
• Account updates for users moving from location to location.
• Tier II Support for desk side support on the 5th floor.
• Assist user with software installation as well as uninstalls.
• Support Blackberry for user on Critical response team.
• Perform Data upload, and download for failed hard drives
• Support Clients using DM5.

NCI Information Systems Inc/ Helpdesk Specialist

Confidential

Responsibilities:

• Installed and configured blackberries for SES employers
• Answer and resolve network and hardware issues via telephone in Confidential helpdesk Tier I.
• Create tickets in Heat system to track resolutions, and ensure customer issues are resolved.
• Unlock, and create user names and accounts.
• Handle voice mail, and LAN account email issues

Confidential

PC Technician

Responsibilities:

• Assisted clients by disassembling, assembling workstations and connecting to LAN for new employees.
• Performed baseline procedures for deployable workstations from Windows NT to Confidential .
• Replace monitors, keyboards, and any other accessories needed for user.

Confidential

Sr. Technical Representative

Responsibilities:

• Answered Windows NT and MSOffice technical calls for Confidential employees.
• Administered password resets and unlocked user accounts.
• Troubleshot daily NT related issues such as IP resets and hardware connection problems.
• Assisted Jr. Representatives in training and handling technical call issues.